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enAcquiaTechnology/GadgetsnoBuilding a Superior Customer Experience: The Initial Orderhttp://feedproxy.google.com/~r/acquiacomblog/~3/tSg6Ac9KjSs/building-superior-customer-experience-initial-order
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<div property="content:encoded" class="field-item even"><p><em>In our previous post in this Building a Superior Customer Experience series, we discussed the logistical complexities retail businesses today need to tackle in order to simplify the complicated customer journey. Let’s take a look at the process right from the beginning, when a customer places a new order.</em></p>
<p>An incoming customer order sets off this chain of complex logistics, and the operational wheels start turning. Business needs to know where stock exists, where an item is shipping from, and where an item is shipping to. If it’s shipping from a store, could that item already be safely nestled into another shopper’s cart, headed for checkout? If it’s shipping from a different store location, is there enough in stock not to require replenishment? If it’s shipping from a warehouse, how long will it take to fulfill? Just because your system says a certain product is in inventory doesn’t mean it’s actually in inventory. It’s not enough to know that a product is in-stock in a store in the morning, because what if a sales associate checks stock levels at 2pm and things have changed? To combat this, stock levels need to be updated across all channels in real time.</p>
<p><a href="https://www.rsrresearch.com/2014/08/12/omni-channel-retail-2014-double-trouble/" target="_blank">According to a study done by RSR</a>, 93 percent of retailers rated system-wide inventory visibility as the <em>most significant capability</em> in executing their omni-channel fulfillment strategy, but only 45 percent can enable this, and only 39 percent are enabling this via system synchronization across all channels.</p>
<p>This becomes an especially challenging problem for luxury brands like Louis Vuitton, who have a very limited quantity of merchandise. How do they decide, for example, whether to use a physical location to fulfill an online order for a specific bag, when doing so might take the only in-stock bag of that type out of a showroom? Additionally, if they decide to fulfill the online order with that in-store bag, who gets credit for that sale -- a store associate or the ecommerce team? The answer isn’t clear, and may vary greatly between organizations.</p>
<p><strong>Order processing -- picking and shipping products</strong><br />
When a sale comes through, and stock levels have been assessed, the item(s) on that order must then be picked, packed, and shipped. This is where the Amazon model has historically thrived -- what they lack in a beautiful retail model, they more than make up for with their efficient and exacting distribution warehouse model. Other business models, however, have struggled to find the same fulfillment efficiencies.</p>
<p>Using a grocery store example makes a strong case for the complexities of cross-channel purchasing. According to <a href="http://www.businessinsider.com/startups-ecommerce-giants-create-winners-losers-grocery-markets-2015-6" target="_blank">Business Insider</a>, online grocery sales will grow at a compound annual growth rate (CAGR) of 21.1% between 2013 and 2018, reaching nearly $18 billion by the end of that period. Roche Brothers is one grocery chain that’s doing it right -- they have strong ship-from-store and parking-lot-pick-up programs, but even with those types of programs in place, sourcing from store inventory has it’s own set of challenges.</p>
<p>Imagine you’ve just put through a grocery order online. You’ve selected your items, scheduled a pick-up or delivery date, and your shopping list has gone through to an in-store associate for picking and packing. A typical supermarket doesn’t have much back-room storage space, given the perishable nature of many grocery products, so the employee with the picking ticket (your comprehensive order and associated instructions) has to shop the front of the store, just like you might if you were to enter the store as a shopper yourself. Invariably when they head out to fulfill your order, they’ll encounter another store associate who is restocking the shelves from boxes or pallets (generally the only available product in stores), pinning employee against employee, each with a competing goal, and each getting in the way of the other, as well as actual shoppers. This can then lead to the demise of the customer experience -- both in-store when they have to compete for space with store employees picking shipments -- and on the receiving end of online orders, where the end consumer could easily fall victim to underripe bananas, bruised apples, or spoiled dairy.</p>
<p>To make matters even more complicated, a grocery order is incredibly complex, and without very specific instructions from the shopper, can be next to impossible to fulfill. Instead of buying a shirt in a certain size and color, which has a simple assigned SKU, picking produce and other perishable items can involve a lot of guesswork. A green banana doesn’t have a different PLU number than a yellow banana, and yet an underripe or overripe banana could mean different things to different customers. As the associate picking this order, how do you really know for sure? To add even another element of complexity, what happens with orders that include half shelf-stable items, and half frozen items? Pickers and shippers in those instances need to take into consideration how to store those items, and then package and ship them so they arrive at the proper destination intact and edible.</p>
<p>The grocery store example is by far the most complex, but even in other retail sectors, like convenience or clothing, the issues persist. SKU numbers aren’t always consistent across channels, which means that an online SKU associated with a certain item might be entirely different than the in-store SKU for that same item. Businesses must find a way to normalize this information, so that it doesn’t get jumbled across channels, and so that an expeditious and streamlined delivery is possible.</p>
<p><em>In the final post in this series, we'll discuss transactional vs. operational systems, and how to make them work together.</em></p>
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<div rel="" class="field-item even"><a href="/resources/commerce" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">commerce</a></div>
<div rel="" class="field-item odd"><a href="/resources/retail" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">retail</a></div>
<div rel="" class="field-item even"><a href="/resources/commerce-platform" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">commerce platform</a></div>
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<span property="dc:title" content="Building a Superior Customer Experience: The Initial Order" class="rdf-meta element-hidden"></span><img src="http://feeds.feedburner.com/~r/acquiacomblog/~4/tSg6Ac9KjSs" height="1" width="1" alt=""/>Fri, 31 Jul 2015 19:18:52 +0000taryn.collins3286796 at http://www.acquia.comhttp://www.acquia.com/blog/building-superior-customer-experience-initial-order#commentshttp://www.acquia.com/blog/building-superior-customer-experience-initial-orderAcquia a Leader (again) in new 2015 Gartner Magic Quadrant for WCMhttp://feedproxy.google.com/~r/acquiacomblog/~3/EO5Yw14wCcw/acquia-leader-again-new-2015-gartner-magic-quadrant-wcm
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<div property="content:encoded" class="field-item even"><p>Gartner just released the 2015 version of its Magic Quadrant for Web Content Management. For the second year in a row, Acquia was identified as a Leader.</p>
<p><img src="/sites/default/files/gartner2015wcmmq.png" width="356" height="407" alt="Gartner Magic Quadrant for Web Content Management" /></p>
<p><a href="/wcm/gartner-magic-quadrant?cmpac=gartnerMQ2015" target="_blank">You can view the full report here</a></p>
<p>According to Gartner: “Acquia represents one of the fastest-growing options for WCM among large enterprises.” We’ve now significantly distanced ourselves from the legacy WCM vendors like OpenText, HP, Oracle, SDL, and IBM. And for the second straight year, Acquia was the fastest moving vendor, as we continue to move “up and to the right.”</p>
<p>In my opinion, it’s only a matter of time before Acquia is the dominant leader in the WCM Magic Quadrant, perhaps as soon as next year. Why? Because we’ve got an unfair advantage: Agility. Because Drupal is open-source and built by a massive community of developers, it simply moves faster than proprietary technologies like Adobe and Sitecore. And with the cloud-native Acquia Platform providing the scalability and security needed by large enterprises, it’s an unmatched combination.</p>
<p>Not to mention that Drupal 8, the <a href="https://modulesunraveled.com/podcast/142-why-drupal-8-most-important-product-release-history-wcm-market-tom-wentworth-modules" target="_blank">most important release in the history of web content management</a>, is now <a href="/drupal-8" target="_blank">available on the Acquia Platform</a>.</p>
<p>It's certainly great to be a <a href="/wcm/gartner-magic-quadrant?cmpac=gartnerMQ2015" target="_blank">Leader and fastest moving vendor</a> for two years in a row, but we're just getting started!</p>
<p><em>Disclaimer: Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.</em></p>
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<span property="dc:title" content="Acquia a Leader (again) in new 2015 Gartner Magic Quadrant for WCM" class="rdf-meta element-hidden"></span><img src="http://feeds.feedburner.com/~r/acquiacomblog/~4/EO5Yw14wCcw" height="1" width="1" alt=""/>Fri, 31 Jul 2015 13:50:27 +0000Tom Wentworth3286756 at http://www.acquia.comhttp://www.acquia.com/blog/acquia-leader-again-new-2015-gartner-magic-quadrant-wcm#commentshttp://www.acquia.com/blog/acquia-leader-again-new-2015-gartner-magic-quadrant-wcmThe First Digital Experience Government ‘Must’: The Digital Cloudhttp://feedproxy.google.com/~r/acquiacomblog/~3/vArPO-rL0O8/first-digital-experience-government-must-digital-cloud
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<div property="content:encoded" class="field-item even"><p>Before coming to Acquia, I worked as a web content management architect and consultant for numerous public sector enterprises, including the Department of Homeland Security (DHS). At DHS, my main project was the strategy, design, and implementation of a Web Content Management as a Service (WCMaaS) offering from the Office of the Chief Information Officer (and all DHS component organizations such as FEMA, USCIS, etc.). Two objectives of this effort were the consolidation of multiple CMS technologies onto an open standard, and the migration of public facing sites out of in house data centers into the cloud.</p>
<p>Based on a thorough evaluation by the enterprise architecture team, as well as previous successes at DHS, Drupal was chosen as the enterprise standard CMS framework. DHS chose to leverage the GSA Infrastructure as a Service (IaaS) BPA on Apps.gov to procure a public cloud hosting provider. </p>
<blockquote><p>"Offering IaaS on Apps.gov makes sense for the federal government and for the American people," said Vivek Kundra, federal chief information officer, in a release. "Cloud computing services help to deliver on this administration's commitment to provide better value for the American taxpayer by making government more efficient." - from <a href="http://www.federalnewsradio.com/?nid=697&amp;sid=2085902" target="_blank">Federal News Radio</a></p></blockquote>
<p>DHS selected CGI as their provider, based partly on the fact that only a few of the vendors (CGI being one of them) had completed their FISMA moderate ATO at the time. CGI is a very competent infrastructure provider and continues to provide excellent support and service for DHS. Due to the nature of this contract vehicle however, only IaaS, not a true platform, was procured.</p>
<p>IaaS requires an organization to build systems on top of infrastructure to handle change control, build and deploy (DevOps), testing, monitoring and security. DHS spent considerable resources creating a bespoke platform inside of CGI for the management and operations of their WCM cloud. In addition to the cost of the infrastructure and its support, DHS must dedicate valuable internal resources to manage and maintain the platform they’ve created in CGI, as well as manage the communications between DHS and CGI, between DHS and other vendors such as Akamai and Acquia, and between DHS HQ and component organizations. In essence, what has been created is a custom government system inside of a cloud infrastructure provider’s data centers.</p>
<p>While there is no question that DHS has reduced software licensing costs by choosing Drupal, and set a precedent for moving an agency’s public web presence to the cloud, the efficiencies gained by changing from one data center to another are questionable.</p>
<p>Many large cloud hosting providers serving government agencies advertise the ability to support mission critical Drupal solutions, but more often than not these providers are infrastructure focused, and offer VM’s in a data center with canned configurations and some level of (often very expensive) managed support. It’s true, they may meet the requirements on paper, but buyer beware. Moving your website from an internal data center to a managed cloud host is no different from moving a car from your own garage to a rented space down the street. In both cases, you’d need to provide expensive maintenance and care for the car, no matter where it was garaged.</p>
<p>In contrast, a true digital cloud platform such as Acquia Cloud provides tools and APIs for DevOps, monitoring and health checks designed for managers and non-technical users, application level support and SLAs, and deep integration between the application and the platform. In this instance, using the car analogy, you would not have to worry about keeping the car running, or providing regular maintenance. You would not need to provide the team responsible for keeping it tuned up and ready to roll at any time. That would be a service provided for you.</p>
<p>When the State of Georgia made the move to Acquia’s Digital Cloud in 2012, they projected $4.7 million in cost savings based on the freedom they would gain by leveraging a true digital platform with application level support. They knew that putting the support in the hands of people whose full-time job is to support the cloud would bring them cost savings and expertise over maintaining it in-house. Expertise, time management, optimized cost, and scalability were some of the benefits they realized.</p>
<blockquote><p>“Experts can monitor our platform and servers 24/7, providing recommendations to updates and changes if needed at a moment’s notice. We have had some issues with DDos attacks where Acquia was able to bring our websites back up and running in a fraction of the time compared to other state government websites who experienced the same attacks. The Acquia Cloud gives us room to continue to grow without hesitation or fear of hosting size and limitations.” - Nikhil Deshpande, Georgia Technology Authority</p></blockquote>
<p>Your key takeaway from this first “Must” is that it’s not enough to “host” in the cloud. Instead, your organization needs a digital cloud platform that significantly offloads the operations, information security, and change control burden from your IT team, freeing them up to focus on serving the mission and your users. Significant cost reduction and realigning your resources toward innovation and improving service to your citizens can only take place if the burden for “keeping the lights on” shifts from your internal team to your vendor. At that point, your team can shift focus to their primary mission, and what they know best. </p>
<p><em>In the next post in this series on the New Digital Experience Government, I’ll explore Must #2: Open Technology.</em></p>
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<div rel="" class="field-item even"><a href="/resources/open-source-0" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">open source</a></div>
<div rel="" class="field-item odd"><a href="/resources/government" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">government</a></div>
<div rel="" class="field-item even"><a href="/resources/digital-government" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">digital government</a></div>
<div rel="" class="field-item odd"><a href="/resources/digital-experiences" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">digital experiences</a></div>
<div rel="" class="field-item even"><a href="/resources/cloud" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">cloud</a></div>
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<span property="dc:title" content="The First Digital Experience Government ‘Must’: The Digital Cloud" class="rdf-meta element-hidden"></span><img src="http://feeds.feedburner.com/~r/acquiacomblog/~4/vArPO-rL0O8" height="1" width="1" alt=""/>Wed, 29 Jul 2015 17:17:53 +0000dan.katz3286691 at http://www.acquia.comhttp://www.acquia.com/blog/first-digital-experience-government-must-digital-cloud#commentshttp://www.acquia.com/blog/first-digital-experience-government-must-digital-cloudWhat Innovative Government Agencies Are Doing with Open Sourcehttp://feedproxy.google.com/~r/acquiacomblog/~3/Yf0V6-jQlxM/what-innovative-government-agencies-are-doing-open-source
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<div property="content:encoded" class="field-item even"><p>The aim of any government agency must be to serve its citizens better.</p>
<p>For most agencies, this comes down to making critical services and data easily accessible. For tax departments, this means making it easy to file taxes through its website. For census agencies, this means delivering deep insight into population demographics through data wrangling.</p>
<p>Many government agencies are already doing exemplary things with open source technologies. Some of those agencies are:</p>
<ul><li><strong>Bay Area Rapid Transit (BART)</strong>: The BART serves an estimated 117 million passengers in the San Francisco Bay Area every year. This rapid transit system, consisting of heavy rail and subway systems, runs over 104 miles of lines. With a daily ridership averaging over 422,000 passengers, it is the fifth busiest rapid rail transit system in the US.</li>
<p>With such huge numbers, the BART possesses a lot of data on rider behavior and usage patterns. By tapping into San Francisco’s resident tech talent, BART has managed to turn this data into practical insights.</p>
<p>If you head to the <a href="https://www.bart.gov/" target="_blank">BART website</a> right now, you can find real-time departure schedules and service advisories. The site can tell you in exactly when the next train will arrive at a station and the number of cars it has. If there is a service advisory, BART will notify you through its mobile website, RSS feed, Twitter feed, and text notifications.</p>
<p>For users on the go, BART has a mobile app with all these features. This app is made in HTML5, which makes it easy to access on any device. If that weren't enough, BART has open sourced its data and made it available to developers through the BART Developer Program. This has given rise to hundreds of useful third-party apps that tap into BART’s.</p>
<p>Additionally, BART has released another website—the BARTABLE—that collects deals and event listings in and around BART stations—an ingenious way to encourage ridership on BART.</p>
<li><strong>Metropolitan Transportation Authority (MTA)</strong>: The MTA, New York City’s transit authority has the responsibility of serving a total of 8.65 million riders every day. With 2.6 billion annual riders, it’s the single largest transport authority in the entire western hemisphere.</li>
<p>To create solutions that can scale to serve millions of daily commuters, MTA has turned to open source technologies. It’s the scalability of open source that enabled MTA to give accurate information to riders during natural disasters such as Hurricane Sandy. When most of the city’s services were struggling to stay afloat, the MTA website was still operational, thanks to the scalable nature of its open source roots.</p>
<p>The MTA is committed to the open source cause and has made its real-time data <a href="http://web.mta.info/developers/" target="_blank">free to use for everyone</a> through a Drupal-powered platform. Besides using third-party apps, commuters can also use MTA’s official mobile apps to check train status, view schedules, and chart commute maps.</p>
<li><strong>Georgia.gov</strong>: The <a href="http://georgia.gov/" target="_blank">Georgia.gov website</a> is a prime example of a digital government platform done right. This website, which consolidates Georgia’s web presence on a single platform, makes it easy for ordinary citizens to engage with the state government. It includes a vast resource base on doing business with the government (such as filing taxes or downloading essential forms), as well as a frequently updated blog that covers news related to the state of Georgia.</li>
<p>The Georgia.gov website is committed to transparency. Citizens can use the platform to quickly access information on publicly elected officials as well as different cities in Georgia and their dedicated websites.
</p></ul><p>Although it is not nearly as data oriented as the BART or MTA websites, Georgia.gov serves as a good example of a government engaging with its citizens. The entire platform was built on Drupal, which not only saved the state an estimated $5 million over five years, but has also helped Georgia consolidate its digital presence on a single, easy-to-use, scalable platform.<br />
As you can see from these examples, open source technologies find plenty of use in government agencies. The scalable, flexible nature of open tech, along with widespread support, makes it a great choice for citizen-first, developer-oriented government agencies.</p>
<p><em>This is the fourth and final post in a series on Open Source Government. In previous posts, we discussed why open source is driving digital transformation in government, how open source digital platforms enable greater citizen engagement, and which open source platform is used by more .gov sites and why.</em></p>
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<span property="dc:title" content="What Innovative Government Agencies Are Doing with Open Source" class="rdf-meta element-hidden"></span><img src="http://feeds.feedburner.com/~r/acquiacomblog/~4/Yf0V6-jQlxM" height="1" width="1" alt=""/>Mon, 27 Jul 2015 14:09:27 +0000david.aponovich3286481 at http://www.acquia.comhttp://www.acquia.com/blog/what-innovative-government-agencies-are-doing-open-source#commentshttp://www.acquia.com/blog/what-innovative-government-agencies-are-doing-open-sourceThe Collaboration Situationhttp://feedproxy.google.com/~r/acquiacomblog/~3/FDy7XTFISN0/3286416
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<div property="content:encoded" class="field-item even"><p>One of the biggest pleasures in working at Acquia is the culture that Drupal and open source encourages. The Drupal community has more than 10,000 active developers, 25,000 contributors and over 2,700 core contributors, powering Drupal’s development at an impressive speed. This innovative work to break through barriers is something we all benefit from.</p>
<p>Enterprises choose Drupal because it works for them and helps to power their businesses. But an added benefit to this, unusually in the commercial world, is that large enterprises work together for the greater good of their discipline. The <a href="http://www.largescaledrupal.com/" title="Large Scale Drupal" target="_blank">Large Scale Drupal</a> (LSD) programme is an alliance of enterprise Drupal users from around the world who meet regularly to discuss and collaborate on common problems.</p>
<p>These enterprises, some of the heaviest Drupal users in the world, work collaboratively together, progressing the Drupal framework through teamwork and fellowship in the form of forums, working groups, training and development projects. Seeing senior developers from some of the world’s biggest brands work together in this way is truly a sight to behold.</p>
<p>Member organisations, including Cancer Research UK and Johnson &amp; Johnson, not only input ideas and expertise, they work with other developers, peers and leaders to further develop their knowledge. The alliance also gives them insight into the future of the platform and the knowledge that this impressive contributor pool is ensuring that Drupal is a long-term platform. There’s also the not-to-be-sniffed at benefit of sharing development costs with other members.</p>
<p>Andrew Godleman of <a href="http://www.cancerresearchuk.org" title="Cancer Research UK" target="_blank">Cancer Research UK</a> is a huge fan of LSD. In his <a href="http://agodleman.drupalgardens.com/content/large-scale-drupal-google-campus-london-26th27th-february-2014" title="Andrew Godleman's blog" target="_blank">blog</a> last year he talked about the collaborative atmosphere that LSD offers. The Cancer Research UK team came away with some great ideas that were actively pursued afterwards. But what I find interesting is the satisfaction that large organisations get from their contributions too, as Andrew says:</p>
<p><em>“As well as taking advice and expertise from others, contributing to the Drupal effort and other companies’ projects was a good experience too.”</em> </p>
<p>Andrew also found that it was good for his team at Cancer Research UK, who helped write content for Drupal 8 in their first session. </p>
<p><em>“Taking talented team members out of their usual work environment and letting them work in new ways refreshes their efforts when they get back to the office”</em></p>
<p>I hear this feedback often and recently heard of two large UK charities that are aiming to hook up at the next DrupalCon to share recent experiences and develop something together. This is also happening between commercial organisations within the alliance too. I hope to bring you more information on some of the work that’s being done soon.</p>
<p>In a cynical world, LSD makes for a very interesting atmosphere. It’s also great for us – LSD is helping to cement Drupal as the platform of choice for large-scale projects.</p>
<p>The next LSD meeting will be in September at <a href="https://events.drupal.org/barcelona2015" title="DrupalCon Barcelona" target="_blank">DrupalCon in Barcelona</a> – we’ll let you know of any exciting developments.</p>
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<span property="dc:title" content="The Collaboration Situation" class="rdf-meta element-hidden"></span><img src="http://feeds.feedburner.com/~r/acquiacomblog/~4/FDy7XTFISN0" height="1" width="1" alt=""/>Fri, 24 Jul 2015 10:14:48 +0000martyn.eley3286416 at http://www.acquia.comhttp://www.acquia.com/blog/the-collaboration-situation/24/07/2015/3286416#commentshttp://www.acquia.com/blog/the-collaboration-situation/24/07/2015/3286416The Collaboration Situationhttp://feedproxy.google.com/~r/acquiacomblog/~3/vwJqef3PNvo/3286406
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<div property="content:encoded" class="field-item even"><p>One of the biggest pleasures in working at Acquia is the culture that Drupal and open source encourages. The Drupal community has more than 10,000 active developers, 25,000 contributors and over 2,700 core contributors, powering Drupal’s development at an impressive speed. This innovative work to break through barriers is something we all benefit from.</p>
<p>Enterprises choose Drupal because it works for them and helps to power their businesses. But an added benefit to this, unusually in the commercial world, is that large enterprises work together for the greater good of their discipline. The <a href="http://www.largescaledrupal.com/" title="Large Scale Drupal" target="_blank">Large Scale Drupal</a> (LSD) programme is an alliance of enterprise Drupal users from around the world who meet regularly to discuss and collaborate on common problems.</p>
<p>These enterprises, some of the heaviest Drupal users in the world, work collaboratively together, progressing the Drupal framework through teamwork and fellowship in the form of forums, working groups, training and development projects. Seeing senior developers from some of the world’s biggest brands work together in this way is truly a sight to behold.</p>
<p>Member organisations, including Cancer Research UK and Johnson &amp; Johnson, not only input ideas and expertise, they work with other developers, peers and leaders to further develop their knowledge. The alliance also gives them insight into the future of the platform and the knowledge that this impressive contributor pool is ensuring that Drupal is a long-term platform. There’s also the not-to-be-sniffed at benefit of sharing development costs with other members.</p>
<p>Andrew Godleman of <a href="http://www.cancerresearchuk.org" title="Cancer Research UK" target="_blank">Cancer Research UK</a> is a huge fan of LSD. In his <a href="http://agodleman.drupalgardens.com/content/large-scale-drupal-google-campus-london-26th27th-february-2014" title="Andrew Godleman's blog" target="_blank">blog</a> last year he talked about the collaborative atmosphere that LSD offers. The Cancer Research UK team came away with some great ideas that were actively pursued afterwards. But what I find interesting is the satisfaction that large organisations get from their contributions too, as Andrew says:</p>
<p><em>“As well as taking advice and expertise from others, contributing to the Drupal effort and other companies’ projects was a good experience too.”</em> </p>
<p>Andrew also found that it was good for his team at Cancer Research UK, who helped write content for Drupal 8 in their first session. </p>
<p><em>“Taking talented team members out of their usual work environment and letting them work in new ways refreshes their efforts when they get back to the office”</em></p>
<p>I hear this feedback often and recently heard of two large UK charities that are aiming to hook up at the next DrupalCon to share recent experiences and develop something together. This is also happening between commercial organisations within the alliance too. I hope to bring you more information on some of the work that’s being done soon.</p>
<p>In a cynical world, LSD makes for a very interesting atmosphere. It’s also great for us – LSD is helping to cement Drupal as the platform of choice for large-scale projects.</p>
<p>The next LSD meeting will be in September at <a href="https://events.drupal.org/barcelona2015" title="DrupalCon Barcelona" target="_blank">DrupalCon in Barcelona</a> – we’ll let you know of any exciting developments.</p>
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<span property="dc:title" content="The Collaboration Situation" class="rdf-meta element-hidden"></span><img src="http://feeds.feedburner.com/~r/acquiacomblog/~4/vwJqef3PNvo" height="1" width="1" alt=""/>Fri, 24 Jul 2015 08:25:55 +0000martyn.eley3286406 at http://www.acquia.comhttp://www.acquia.com/node/3286406#commentshttp://www.acquia.com/node/3286406A Look at Logistics: Decoupling, Integrating, and the Customer Experiencehttp://feedproxy.google.com/~r/acquiacomblog/~3/2-NAGme-ztY/3286391
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<div property="content:encoded" class="field-item even"><p><em>In this 3-part series, we’ll look at how retailers can tackle the logistical hurdles standing in the way of developing and delivering a superior customer experience.</em></p>
<p>With the adoption and proliferation of cross-channel purchasing paths, the customer journey has changed tremendously. A single-touch purchase is rather uncommon in today’s market, meaning a customer doesn’t regularly browse, research, and buy all at the same time, or through the same channel. Often a purchase is made only after a customer has interacted with the brand multiple times, in multiple places. It’s commonplace to see a purchase made online after a customer has interacted with a product in person, or a purchase made in person after the background research has been done online.</p>
<p>To address this change in modern consumers’ browsing and buying behaviors, we’ve seen companies like Demandware and Oracle acquire POS companies, bringing POS capabilities in-house to mingle with their existing commerce platforms. The idea is that this will help to unify systems, allowing for a more seamless customer experience and a more efficient merchant experience, but this type of integration comes with a lot of challenges. Backend operations need to come together to support these new business models, without negatively impacting the customer. But how do you bring together a complex operations backend with a beautiful customer experience on the front end, and unify the experience across all customer channels? That’s the million dollar question.</p>
<p>In order to deliver on the optimal cross-channel customer experience, businesses need to be able to efficiently source product wherever it is, whenever a sale comes through, and they need to be able to deliver that product to the customer’s requested destination in a timely manner. On top of that, products purchased online or via mobile need to be exactly correct -- the right wash and size of a pair of jeans, the correct type of apple or bunch of perfectly ripened bananas, the right quantity of plates or bowls… the opportunities for error are endless. And this is where the logistical complexities arise, at the intersection of sales, operations, and fulfillment. The entire process requires extensive connectivity behind the scenes, and seamless communication between stockrooms, warehouses, store locations, in-store staff, and online staff. There’s even a growing network of partners, like <a href="http://www.fastcompany.com/3045718/fast-feed/uber-set-to-pilot-same-day-delivery-service-for-retailers" target="_blank">Uber</a>, that are inserting themselves into the fulfillment landscape, which adds even an extra level of complexity. Unifying so many different business units, both internal and external, to deliver on one shared outcome -- a superior customer experience -- is an easy goal with a complicated implementation.</p>
<p>When existing, established retail and chain stores are trying to integrate their offline businesses with their online presence, they need to look at the process, technology, and operational systems in place, and figure out how to unify them to execute flawlessly across channels.</p>
<p><em>In my next post, I'll explore the beginning steps of building a superior customer experience, starting with the initial order.</em></p>
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<span property="dc:title" content="A Look at Logistics: Decoupling, Integrating, and the Customer Experience" class="rdf-meta element-hidden"></span><img src="http://feeds.feedburner.com/~r/acquiacomblog/~4/2-NAGme-ztY" height="1" width="1" alt=""/>Thu, 23 Jul 2015 13:40:11 +0000taryn.collins3286391 at http://www.acquia.comhttp://www.acquia.com/blog/commerce/look-logistics-decoupling-integrating-and-customer-experience/23/07/2015/3286391#commentshttp://www.acquia.com/blog/commerce/look-logistics-decoupling-integrating-and-customer-experience/23/07/2015/32863915 ‘Musts’ of the New Digital Experience Governmenthttp://feedproxy.google.com/~r/acquiacomblog/~3/xfVqeYvfRIU/3286351
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<div property="content:encoded" class="field-item even"><p><strong>What is Digital Experience Government?</strong><br />
What does it mean to become “more digital”? Hasn’t government been “going digital” since the move to the web in the early ’90s? Yes, but to be a digital organization today means providing citizens, public servants, active duty military, and veterans an exceptionally easy and accessible front door to government services. With today’s confluence of new channels, new technologies, citizen hack-tivists like Code for America, innovative public sector leadership and digitally demanding users, government organizations have an opportunity to set the example for organizations of all kinds in serving their users. Digital transformation enables governments to be more responsive and better aligned with user needs than ever before.</p>
<p><a href="http://www.altimetergroup.com/2014/07/the-2014-state-of-digital-transformation/" target="_blank">A recent report from the Altimeter Group defines digital transformation as:</a></p>
<blockquote><p>The realignment of, or new investment in, technology and business models to more effectively engage digital customers at every touchpoint in the customer experience lifecycle.</p></blockquote>
<p>Digital transformation cannot stop there. Transformation is also about making improvements to internal efficiencies and productivity. It shouldn’t just be about increasing user engagement, it should also provide substantial cost savings to your organization.</p>
<p><strong>A Model for Digital Transformation in Government: The Five Musts</strong><br />
There are five key ingredients your public sector organization needs in order to enable and more importantly <em>sustain</em> exceptional digital experiences. I call these the Five “Musts” of the new digital experience government. </p>
<p>There is no magic here. These are pragmatic, actionable components of a sustainable digital strategy. Starting with one of these is a huge step in the right direction – you don’t have to implement them all at once, with the notable exception of No. 5: Cultural Support. Cultural Support is a necessary success factor for all other components of this model.</p>
<p><img src="/sites/default/files/screen_shot_2015-06-16_at_1.31.24_pm.png" alt="digital transformation steps" /></p>
<ol><li><strong>Digital Cloud.</strong> Organizations need a cloud platform and services optimized for enabling secure, reliable digital experiences.</li>
<li><strong>Open Technology.</strong> Open source software and open interfaces enable rapid innovation and response to change.</li>
<li><strong>Personalization.</strong> Optimize citizen experiences through testing, targeting and defining user segments. Use those segments to deliver the right content at the right time, directly to your users. </li>
<li><strong>Omnichannel.</strong> Structure content “atomically,” manage it centrally, and publish it across multiple channels such as mobile, web, and email.</li>
<li><strong>Cultural Support.</strong> Successful digital transformation efforts require shared goals and collaboration across IT, executive leadership, external affairs, procurement and project management teams.</li>
</ol><p>More about each of these “Five Musts” to come. In my next post in this New Digital Experience Government series, I’ll explore Must #1: Digital Cloud.</p>
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<div rel="" class="field-item even"><a href="/resources/open-source-0" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">open source</a></div>
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<span property="dc:title" content="5 ‘Musts’ of the New Digital Experience Government" class="rdf-meta element-hidden"></span><img src="http://feeds.feedburner.com/~r/acquiacomblog/~4/xfVqeYvfRIU" height="1" width="1" alt=""/>Wed, 22 Jul 2015 13:55:24 +0000dan.katz.acquia3286351 at http://www.acquia.comhttp://www.acquia.com/blog/government/5-musts-new-digital-experience-government/22/07/2015/3286351#commentshttp://www.acquia.com/blog/government/5-musts-new-digital-experience-government/22/07/2015/3286351Acquia Summer Intern Program: “Committed to Awesome” Student Experienceshttp://feedproxy.google.com/~r/acquiacomblog/~3/2POl0Mn-Vik/3286316
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<div property="content:encoded" class="field-item even"><p>As we hit mid-July, the Acquia summer intern program is in full swing! As we build and create a university relations program, our intern program is a huge component of that. As our <a href="/blog/university-recruiting/watch-out-world-%E2%80%93-here-comes-acquia%E2%80%99s-university-relations-program%21/10/06/2015/3262446" target="_blank">June 10 blog post </a>discussed, we are committed to providing awesome experiences for our interns, and so put together a summer program to help them learn and network with Acquia and the community. Our program includes many components to both learn and have fun at the same time. These components include events and programs such as:</p>
<p><strong>Mentorship Program</strong><br />
Interns were assigned employee mentors to help guide them through the summer and to be a sounding board for questions outside of their day to day managers<br /><strong>Functional Overview Sessions</strong><br />
We have a lot of great products at Acquia and it is important for our employees and interns to understand what they are and how they help our customers<br /><strong>Lunch and Learns with Senior Executives</strong><br />
Many of our executives (including our CEO, CTO, and Chief Products Officer) spent a lunchtime with the interns, sharing their career paths, offering insight, and answering questions.<br /><strong>Volunteer Day</strong><br />
One of our core DNA at Acquia is “Give Back More.” So in the spirit of giving back, we spent an afternoon at Cradles to Crayons in Brighton, sorting children’s clothing. Our team was able to sort for 252 kids!<br /><strong>Summer Outing</strong><br />
Fun is important to Acquia’s culture – so the interns are spending an evening together at a Red Sox game at Fenway park!<br /><strong>Participation in the Tech Generation Summer Internship Program</strong><br />
Tech Gen is working hard to connect interns and Boston area startups, and our interns at Acquia were invited to participate in all of the program’s summer events<br /><strong>Competing in the Battle of the Interns</strong><br />
Acquia loves being part of the Boston tech community and is excited to participate in the battle of the interns this August against students from Kronos, Constant Contact, Epsilon, and other Boston area companies! Our interns are getting their game faces on….<br /><strong>Final program recap with Acquia’s Chief People Officer and Farewell Party</strong><br />
Making sure we give a proper send off to our wonderful summer interns as they head back to classes in the fall!</p>
<p>All of our programs and events have been designed to provide great experiences for our interns, in hopes they learn a lot during their time at Acquia and consider a career in tech after the summer ends. </p>
<p> <img src="/sites/default/files/blog/ari_lashkari.png" width="131" height="183" alt="ari_lashkari.png" /> “The Acquia experience is the perfect mixture of work and fun, allowing for professional and personal development. Everyday Acquia interns are put in a situation to learn about the technology, the industry, and most importantly, the impact digital is having on the world. We are in the midst of a technological shift and I’m proud to be at the forefront with an astonishing company like Acquia.”<br />
-Ari Lashkari, Sales Intern, Bryant University, 2016</p>
<p>As we continue to grow and expand, we are excited for all the great talent we are bringing into the company and for even more programs we can offer our students (and employees)!</p>
<p><img src="/sites/default/files/blog/fullsizerender-8.jpg" width="800" height="600" alt="fullsizerender-8.jpg" /></p>
<p><img src="/sites/default/files/blog/_the_swoon_booth_boston_photo_booth_tech_generation_017.jpg" width="800" height="534" alt="_the_swoon_booth_boston_photo_booth_tech_generation_017.jpg" /></p>
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<span property="dc:title" content="Acquia Summer Intern Program: “Committed to Awesome” Student Experiences" class="rdf-meta element-hidden"></span><img src="http://feeds.feedburner.com/~r/acquiacomblog/~4/2POl0Mn-Vik" height="1" width="1" alt=""/>Tue, 21 Jul 2015 16:33:42 +0000andrea.dropkin3286316 at http://www.acquia.comhttp://www.acquia.com/blog/university-relations/acquia-summer-intern-program%3A-%E2%80%9Ccommitted-to-awesome%E2%80%9D-student-experiences/21/07/2015/3286316#commentshttp://www.acquia.com/blog/university-relations/acquia-summer-intern-program%3A-%E2%80%9Ccommitted-to-awesome%E2%80%9D-student-experiences/21/07/2015/3286316How To Keep Up with Content Demands and Keep Your Sanityhttp://feedproxy.google.com/~r/acquiacomblog/~3/ztxkwj_195w/3286286
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<p>In the world of digital marketing, content has never been more important. Marketing organizations are raiding talent from all kinds of creative industries to try to meet the demand for exciting stories, moving photos and engaging videos. In the <a href="https://solutions.forrester.com/age-of-the-customer" target="_blank">Age of the Customer</a>, content needs to serve a specific purpose for its intended audience: It needs to be useful, thought provoking, and shareable.</p>
<p>While creating engaging experiences might be on the minds of marketers, content is a key component. And let’s be honest: Creating a library of great content to pull from is not easy. There are no shortcuts for creativity; if it’s a new piece of content you need, someone has to pull it together. You can gain a serious edge and stay ahead of the competition by:</p>
<ul><li>Reducing the time you spend searching for existing content within your network.</li>
<li>Eliminating the duplication of work.</li>
<li>Automating the distribution of that content.</li>
<li>Normalizing all content within your systems.</li>
</ul><h2>Access to All Content in Your Network</h2>
<p>Digital has turned everyone into a publisher. If you have any sort of online presence, you are creating content hoping to engage and captivate your audience. This content is most likely not limited to a single website or channel but distributed across multiple digital touchpoints with multiple authors. Often, organizations try to centralize their content to make it easier to find and manage but that’s not always achievable or practical.</p>
<p>For example, you’re a local news site which is part of a larger regional news network and each organization has their own content management system (CMS). You want to do a story on Boston’s 2024 Olympic bid, but another writer in your network has already written a piece, complete with facts and quotes from sources. You have two choices: </p>
<ol><li>Spend the time writing a similar article yourself, including tracking down your own sources.</li>
<li>Spend time searching for the other article, with no easy way to find it.</li>
</ol><p>Both take up valuable time you could be dedicating to other stories. But there is a third option: All the content available in each news site’s CMS can be easily found and syndicated from a single interface. In this way, you can easily see what has already been created around your topic, in this case the 2024 Olympics. You can read everything that’s been written, decide what’s right for your audience, and then push or tailor that existing content to suit the needs of site that you manage. </p>
<h2>Automated vs. Manual Content Curation</h2>
<p>With the ability to easily discover and locate relevant content across your network of sites, your entire organization gains access to all content that has been produced. From there, the next step is deciding the best way to curate that content on the site(s) you manage. This can be done automatically or manually, depending on where the content lives. </p>
<p>If the content is stored in a set of verified, trusted sites within your network, anyone with the proper permissions would have the option of automatically publishing all relevant content from any other site. </p>
<p><strong>Automatic Curation</strong>: The ability to set up and receive notifications automatically when new content contains a specific keyword (or matches other metadata queries) is available anywhere within your network of sites would make it even easier to curate the content you need.</p>
<p><strong>Manual Curation</strong>: Depending on the sensitivity of the content available from the rest of your network, you may want additional oversight and review. While this content may be valuable to your audience, manual curation may make the most sense. </p>
<p>It should be just as easy to push your content out as it is to pull the right content into your site. This would make syndication of your content as easy as curating content from all your sites. Looking at the Boston 2024 Olympic bid example, rather than have other writers in your network ask to for a story or try to find it themselves, you could make your article available to all the news sites within your network simply by tagging it appropriately. If those teams had an automated query setup, then it would be available for their use as soon as you publish. Or, knowing that this is a hot topic, you could also publish it to multiple sources simultaneously, increasing and expediting the impact and reach of your content. Time is money in all aspects of the business world and this capability will save you both.</p>
<h2>Normalizing Your Content</h2>
<p>Content isn’t limited to text that you publish on a website. Content can be documents, photos, videos, or audio files. It can be accessed not only from laptops, but mobile phones, tablets, and so on–with new devices popping up every year. The content viewed and even created on these devices is just as important as any created directly within your CMS.</p>
<p>In addition to being able to find content and syndicate it, you need a system that can normalize it as well. Normalizing content means that it is aligned with a standards-based, semantic schema so it can be reused across different applications and be rendered or displayed properly on any device. </p>
<p>The post-web-browser world requires the ability to author content once in any system and deliver it everywhere and anywhere it’s needed. Delivering content to the right person, in the right channel, at the right time is what today’s consumer expects. With the proper system and tools to centralize, syndicate, discover and normalize your content, you will meet that expectation every time.</p>
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<div rel="" class="field-item even"><a href="/resources/content-management" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">content management</a></div>
<div rel="" class="field-item odd"><a href="/resources/content-syndication" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">content syndication</a></div>
<div rel="" class="field-item even"><a href="/resources/content-network" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">content network</a></div>
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<span property="dc:title" content="How To Keep Up with Content Demands and Keep Your Sanity" class="rdf-meta element-hidden"></span><img src="http://feeds.feedburner.com/~r/acquiacomblog/~4/ztxkwj_195w" height="1" width="1" alt=""/>Mon, 20 Jul 2015 20:43:18 +0000david.mennie3286286 at http://www.acquia.comhttp://www.acquia.com/blog/how-keep-content-demands-and-keep-your-sanity/20/07/2015/3286286#commentshttp://www.acquia.com/blog/how-keep-content-demands-and-keep-your-sanity/20/07/2015/3286286Acquianonadult